Crisis Communications Handbook for Regional ... - Tourism Victoria

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Acknowledgments Tourism Victoria would like to acknowledge the valued contribution of the Project Steering Committee in the preparation of this Handbook. Andrew Buckley – Gippsland Coastal Board John Buckland – Dept. of Sustainability and Environment Gabrielle Gelly – formerly Lakes & Wilderness Tourism Inc. Kevin Hennessy – East Gippsland Shire Tourism Victoria would also like to acknowledge the contributions of the following individuals: Robyn Betts – Office of the Emergency Services Commissioner Bindi Gove – Tourism Alliance Victoria Jodie Willmer – Tourism Alliance Victoria Ronnie Beauchamp – Alpine Shire Council Geoff Low – Glow Marketing Prepared by: Gavin Anderson & Company Level 10, 171 La Trobe Street MELBOURNE,VIC 3000 Ph: (03) 9654 6555 While Tourism Victoria believes this publication will be of assistance to regional and local tourism managers/officers, it should not be relied upon as a substitute for obtaining professional advice on particular matters.The accuracy of each statement is not guaranteed, and accordingly,Tourism Victoria disclaims any liability for any errors or for any loss or other consequence, which may arise from any person relying on any information in this publication. As legislation, and the names of Government agencies are periodically changed, any references to them cannot be assumed correct at the time of publication. CRISIS COMMUNICATIONS HANDBOOK FOR REGIONAL AND LOCAL TOURISM
Minister’s Message Crisis Communications Handbook for Regional Tourism The Hon John Pandazopoulos MP, Minister for Tourism Tourism is a vital economic driver for the entire State, particularly regional Victoria were tourism is worth $3.5 billion and responsible for 60,000 jobs. The importance of regional tourism has come to the fore in recent times with many destinations feeling the effects of bushfires and drought as well as global uncertainty brought by SARS and September 11. We are now well on our way to recovery, with recent data showing an 18 per cent increase in the number of domestic visitors travelling to regional Victoria. An injection of extra State Government funds and a coordinated industry effort are responsible for such an excellent result. While we are indeed delighted with such a terrific result, we cannot afford to be complacent. Not only must we continue marketing activities but must also plan for the inevitability of another crisis. I am delighted to present you with the Crisis Communications Handbook for Regional and Local Tourism which has been developed to assist local and regional bodies to plan for, respond to, and recover from crisis events both man-made and natural. Essentially the handbook will help counter negative publicity in the event of a crisis. The handbook has been developed by Tourism Victoria in consultation with the tourism industry and I am confident that it will arm regional Victoria with the information and step-by-step guidance to developing and implementing a crisis communications plan. John Pandazopoulos MP Minister for Tourism CRISIS COMMUNICATIONS HANDBOOK FOR REGIONAL AND LOCAL TOURISM
Page 1: CRISIS COMMUNICATIONS HANDBOOK FOR
Page 5 and 6: 6.TRRG Responsibility & Action Plan
Page 7 and 8: Aims & Objectives of this Handbook
Page 9 and 10: Potential Impacts Depending on the
Page 11 and 12: Key Audiences Several audiences nee
Page 13 and 14: TRRG Membership cont. An experience
Page 15 and 16: Divisional Emergency Response Plann
Page 17 and 18: TRRG - Alert Systems An alert syste
Page 19 and 20: Medium Term Actions - Days 2 to 14
Page 21 and 22: Initial TRRG Checklist Cont. • Wh
Page 23 and 24: Crisis Assessment Checklist Cont. (
Page 25 and 26: Media Protocols A consistent, strat
Page 27 and 28: Media Interview Guidelines 1. Speak
Page 29 and 30: Communicating with the Tourism Indu
Page 31 and 32: Involve the Local Tourism Industry
Page 33 and 34: Restoring Consumer Confidence The m
Page 35 and 36: Crisis/Incidents & Possible Strateg
Page 37 and 38: Crisis/Incident Control Agency Stra
Page 47 and 48: Information & Strategy 1. Establish
Page 49 and 50: Media Inquiry Log Template Date: .
Page 51 and 52: Industry Impact Assessment: Urgent
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Tourism Industry Debrief Questionai
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Country Fire Authority www.cfa.vic.
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Parks Victoria www.parkweb.vic.gov.
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Case Study Blue green algae outbrea
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Day Three DSE receives further repo
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• The faxing out of regular Visit
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Response Upon news of a potential s
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Week Nine Apart from a few isolated
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Bibliography Handbook on Natural Di
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Crisis Communications Handbook for Regional ... - Tourism Victoria

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